29 October 2025

The project aims to replace fragmented legacy systems with a unified, omnichannel customer service solution that leverages cutting-edge AI capabilities integrated with Bromford’s existing Microsoft Dynamics 365 infrastructure.

The initiative includes deploying Genesys AI Copilot to provide agents with intelligent assistance, along with Sabio’s proprietary tools such as Mission Control, which ensures rapid deployment and ongoing optimisation, and GCDEC for seamless data integration. The new platform will enable Bromford’s contact centre team of over 314 agents to deliver enhanced service via voice, webchat, email, and WhatsApp, creating a more responsive and personal experience for residents.

Beyond the customer service centre, the platform's reach will extend across various operational areas including income management, lettings, repairs coordination, and field services. Sabio’s Managing Director for the UK and South Africa, Daniel Seaborne, highlighted the significance of the partnership, emphasizing Sabio’s extensive expertise in customer experience solutions and its ability to combine Genesys Cloud technology with deep Microsoft Dynamics integration. He noted that this project goes beyond simple technology deployment, aiming to fundamentally reshape Bromford’s relationship with its residents by fostering aspirational engagement.

Colin Goodbody, Bromford’s Head of Customer, described the project as a “game-changing” transformation that will enable the housing association to connect more responsively, proactively, and personally with its tenants. He emphasized that the investment reflects Bromford’s ambition to lead not only within social housing but across all sectors focused on people. The new platform will incorporate workforce management tools, quality assurance features, and advanced analytics to support strategic goals around customer advocacy, digital channel adoption, and operational efficiency.

The selection process was highly competitive, with Bromford choosing Sabio based on its technical expertise, deep understanding of the housing sector, and commitment to a long-term partnership. The architecture is designed to be scalable, providing the foundation for future AI innovations and expanded communication channels. Additionally, a mobile app-enabled CCaaS solution is being introduced to improve communication with field staff, with plans to incorporate AI-driven features such as engineer notifications as part of an ongoing customer success program.